UPC - Moving to an apartment where they do not provide service

PepitoZamora

Hello everybody!

I would like you to help me and give me another point of view with an issue that I have with UPC. This is what happened:

- I signed a contract for broadband only with UPC in February.
- I moved to another apartment the 4th of June. I was told by the Real Estate Agency that UPC provided service to the apartment.
- I rang UPC customer service to move the broadband contract but it looks like they only provide TV for this building. I moved from Dublin 4 to Dublin 2 but I am literally 300 meter away from my old apartment.
- UPC wants to charge me 200e for cancelling the contract with them because they can not offer me any other option.

So basically this is my problem. The Real Estate Agency told me that UPC provided service, but not the full service. Regarding UPC, that does not make much sense for me. I am not moving to the countryside. Am I supposed to decline an apartment because they do not provide service?

Thanks in advance!

slimjimmc

You signed a contract so you'll have to abide by the terms you agreed to. You could try to negotiate with UPC but since it's not UPC's fault you are moving out of coverage they're not obliged to let you off.

Are you really going to turn it down over €200?

raymo18

hi

The same thing is happening to me but i`ll never use UPC again people be warned it`s a rip off 200 euro for nothing

I hate UPC

Red Nissan

Short circuit this immediately, take them to court. I had a bad experience with them, being threatened with sheriffs and bad debt, the whole nine yards, don't waste anymore time, start proceedings immediately.

Sulla Felix

Red Nissan wrote: »

Short circuit this immediately, take them to court. I had a bad experience with them, being threatened with sheriffs and bad debt, the whole nine yards, don't waste anymore time, start proceedings immediately.

On what grounds?

Red Nissan

Sulla Felix wrote: »

On what grounds?

Demanding money with menaces. These guys are hardchaws, they won't fold until you show them the writ.

Sulla Felix

Red Nissan wrote: »

Demanding money with menaces. These guys are hardchaws, they won't fold until you show them the writ.

The OP signed a document agreeing to give them the money if a set of circumstances occured. They have, so they're entitled to the money.

Red Nissan

Sulla Felix wrote: »

The OP signed a document agreeing to give them the money if a set of circumstances occured. They have, so they're entitled to the money.

I had my case. I won. Argue it to a judge.

Five Lamps

Red Nissan wrote: »

I had my case. I won. Argue it to a judge.

Were your circumstances identical to the OP and did you get costs as well?

Simple option for the OP is to go through the motions of "moving house" and transfer their account to the new address. It os then UPC's problem to provide the BB. Insist that you want to stay with them and it's up to them to provide the service. At that point you have a way out our a position to negotiate down the package you pay for. If UPC can't provide the service then the OP has a legitimate reason to cancel the contract or reduce the contract and use another BB supplier. Put the ball in UPC's court.

slimjimmc

Five Lamps wrote: »

Were your circumstances identical to the OP and did you get costs as well?

Simple option for the OP is to go through the motions of "moving house" and transfer their account to the new address. It os then UPC's problem to provide the BB. Insist that you want to stay with them and it's up to them to provide the service. At that point you have a way out our a position to negotiate down the package you pay for. If UPC can't provide the service then the OP has a legitimate reason to cancel the contract or reduce the contract and use another BB supplier. Put the ball in UPC's court.

Do you honestly think that UPC would not check that the new address is serviced before performing the transfer?

These are UPC's T&Cs. If these are also in the OPs contract then he has contractually agreed to abide by them unless he can get a court ruling declaring them unfair.

2.6 If you move house, we will try, but shall be under no obligation, to provide you with the Services at your new address if it is within our serviceable area. You will still be liable to pay the applicable Charges in relation to the Minimum Period (as defined in paragraph 3) for the Services provided to your old address, even if you move from that address during the Minimum Period, or we do not provide you with the Services at your new address, or if your new address is outside our serviceable area. Where we are providing a Broadband Internet Service and you move to another address within our serviceable area, you must give us at least thirty (30) days’ notice if you wish us to provide such Service to your new address. Where we agree to provide the Services to your new address, you shall pay us the applicable transfer of service charge. Details of our transfer of service charge are set out in our Price List.

Five Lamps

slimjimmc wrote: »

Do you honestly think that UPC would not check that the new address is serviced before performing the transfer?

These are UPC's T&Cs. If these are also in the OPs contract then he has contractually agreed to abide by them unless he can get a court ruling declaring them unfair.

Clearly there are some services available so they OP could downgrade to those services and avoid the €200 fee that seems to almost a "flat" cancellation fee (or the figure that everybody talks about)? UPC have an interest in retaining customers. Kick up on social media is usually a good place to bring these issues.

slimjimmc

Five Lamps wrote: »

Clearly there are some services available so they OP could downgrade to those services and avoid the €200 fee that seems to almost a "flat" cancellation fee (or the figure that everybody talks about)? UPC have an interest in retaining customers. Kick up on social media is usually a good place to bring these issues.

The only service he could 'downgrade' to is TV. It's possible they could allow him switch to their TV service with no penalty but that would likely bind him to another minimum term and there may be other charges. Even a free transfer would be of little benefit if the OP doesn't want TV.

former legend

Red Nissan wrote: »

Demanding money with menaces. These guys are hardchaws, they won't fold until you show them the writ.

What utter bollox.

Tow

PepitoZamora wrote: »

- I rang UPC customer service to move the broadband contract but it looks like they only provide TV for this building.

Have you actually tried your cable modem in the new apartment. Just because UPC's computer says they don't provide a service does not mean it does not exist in the area. I have seen several cases where internet was available and UPC said it was not.

Digital Society

What stupidity. So your telling me you just have to say to UPC your moving out and theyll cancel your contract?

And better still you can bring them to court and they will somehow be liable for costs involved just because you decide to move.

What absolute stupidity.

Stop lying.

dudara

@Digital Society If you can't post in a polite manner, then please don't post at all. Aggression like this will not be tolerated.

dudara

cordless

I just had the same experience.. I'm being charged an early contract termination fee because UPC can't install a new connection at my new apartment building. This is just ridiculous. And I can't believe this has been going on still. I wish I had read this thread 1 year ago.

salamanca22

I really don't get why people think it is so ridiculous when UPC levy these fee's. You signed a legal document when you signed up guaranteeing UPC their fee for X amount of time. Now YOU want to get out of your obligations and UPC are offering you a reduced amount to do so (Assuming your bill * time left is less than 200 euro).

cordless

They should realize that the reason I'm having to leave the contract is there inability to install a new connection at my new address. Otherwise I'd like to continue my contract. And I think they should assess each case of contract termination individually and waive the contract termination fee where the customer is forced to terminate the contract due to UPC's non coverage.

delahuntv

cordless wrote: »

They should realize that the reason I'm having to leave the contract is there inability to install a new connection at my new address. Otherwise I'd like to continue my contract. And I think they should assess each case of contract termination individually and waive the contract termination fee where the customer is forced to terminate the contract due to UPC's non coverage.

UPC do not have to provide service to every address. Your contract if for your current address - and not for "any address you wish to nominate". So you are cancelling the contract because you no longer want the servcie at the address it was contracted to.

This is extremely clear in the T&C's as is the termination fee. And there is no "forcing because of non coverage" as the coverage is still available at the address the UPC contract is attached to.

Adsvice - read T&C's of contracts before signing especially the cancellation clause. Yes, its onerous, but can save you angst at a future date.

jhansynk10

Upc were recently forced to update their terms and conditions due to enforcement action from the EU. Hence if you took out a contract in the last 12 months, you may be able to cancel without incurring a fee. There's a number of threads going on in the talk to upc board if you want to check it out.

salamanca22

jhansynk10 wrote: »

Upc were recently forced to update their terms and conditions due to enforcement action from the EU. Hence if you took out a contract in the last 12 months, you may be able to cancel without incurring a fee. There's a number of threads going on in the talk to upc board if you want to check it out.

That does not apply to UPC, just meteor and eircom.

UPC offered freely the information regarding the 14 day cooldown period, however, they were asked to clarify it.

Since the information was originally offered, the initial 14 day cooldown period stands and a second one is not required to be offered by UPC. Therefore a customer may not request a cancellation of their contract.

raymo18

PepitoZamora wrote: »

Hello everybody!

I would like you to help me and give me another point of view with an issue that I have with UPC. This is what happened:

- I signed a contract for broadband only with UPC in February.
- I moved to another apartment the 4th of June. I was told by the Real Estate Agency that UPC provided service to the apartment.
- I rang UPC customer service to move the broadband contract but it looks like they only provide TV for this building. I moved from Dublin 4 to Dublin 2 but I am literally 300 meter away from my old apartment.
- UPC wants to charge me 200e for cancelling the contract with them because they can not offer me any other option.

So basically this is my problem. The Real Estate Agency told me that UPC provided service, but not the full service. Regarding UPC, that does not make much sense for me. I am not moving to the countryside. Am I supposed to decline an apartment because they do not provide service?

Thanks in advance!

I had the same problem, but I cancelled my direct debit, told upc I wasn't paying the 200 euros on advice from my solicitor, plus they over charged me on the first bill which ment they had broken terms and conditions email them with all of the above just cleared the outstanding balance on my account.

keithclancy

raymo18 wrote: »

I had the same problem, but I cancelled my direct debit, told upc I wasn't paying the 200 euros on advice from my solicitor, plus they over charged me on the first bill which ment they had broken terms and conditions email them with all of the above just cleared the outstanding balance on my account.

I did the same, no problems and no debt collectors letters.

Their product is technically good, their customer service is awful.

They couldn't even arrange to collect the modem.

delahuntv

raymo18 wrote: »

I had the same problem, but I cancelled my direct debit, told upc I wasn't paying the 200 euros on advice from my solicitor, plus they over charged me on the first bill which ment they had broken terms and conditions email them with all of the above just cleared the outstanding balance on my account.

But if you ever want service again, they will refuse it. you also run the risk of the debt being sold and debt collectors chasing it. (unlikely now, but they have up to 6 years)

And do you REALLY think they believed the line "my solicitor told me" ??????

Menas

raymo18 wrote: »

I had the same problem, but I cancelled my direct debit, told upc I wasn't paying the 200 euros on advice from my solicitor, plus they over charged me on the first bill which ment they had broken terms and conditions email them with all of the above just cleared the outstanding balance on my account.

So basically the 200 euro cancellation fee was offset by an earlier over charge? So you still paid the 200!

keithclancy

delahuntv wrote: »

But if you ever want service again, they will refuse it. you also run the risk of the debt being sold and debt collectors chasing it. (unlikely now, but they have up to 6 years)

And do you REALLY think they believed the line "my solicitor told me" ??????

No, I had no problems signing up at a new address either, UPC don't require identification when signing up.

Also no problems with Debt Collectors.

TheDoc

Don't see how UPC are the problem here.

It's literally not their problem you moved into a property that does not have service. I literally won't use another supplier in the country bar UPC. I've found their customer service to be brilliant, and any major issues I've dealt with technically competant people who have resolved my issues quickly.

Eircom on the other hand, had court dealings with them.

Lesson learned here for OP. Estate agents or letting agents can talk a lot of nonsense. Maybe just because I have such a high reliance on the internet for work and entertainment and gaming, but anytime I've moved I've rang UPC to confirm service at the address I'm viewing.

Most ISP have a cancellation fee for exiting the contract early, it's not just a UPC thing.

You could get in touch with the estate agent to complain, but I'm sure they will outline that as far as they concerned UPC was available to the property, and they don't distuinguish with the products and services UPC do and do not provide.

pippip

UPC have no problem cancelling a contract early without the €200 fee if they don't provide the service in the new location. My brother and one of my mates had to go through it. You just have to provide a copy of your new tenancy agreement to prove the new address.

Having said that the op can receive TV so that is why they are applying the fee.

suave.4u

PepitoZamora wrote: »

Hello everybody!

I would like you to help me and give me another point of view with an issue that I have with UPC. This is what happened:

- I signed a contract for broadband only with UPC in February.
- I moved to another apartment the 4th of June. I was told by the Real Estate Agency that UPC provided service to the apartment.
- I rang UPC customer service to move the broadband contract but it looks like they only provide TV for this building. I moved from Dublin 4 to Dublin 2 but I am literally 300 meter away from my old apartment.
- UPC wants to charge me 200e for cancelling the contract with them because they can not offer me any other option.

So basically this is my problem. The Real Estate Agency told me that UPC provided service, but not the full service. Regarding UPC, that does not make much sense for me. I am not moving to the countryside. Am I supposed to decline an apartment because they do not provide service?

Thanks in advance!

Are you sure about this? 2 years back I was with UPC and moved to a new place. They checked whether the new address had UPC; it didn't have, so they cancelled it. I did not give them 28 days notice, so had to cough up 1 month charges.
Worst case, just make up an address where you don't have any UPC.

ct5amr2ig1nfhp

Didn't UPC change the rule recently about moving and charging the 200 even if they cannot provide the service?

raymo18

Menas wrote: »

So basically the 200 euro cancellation fee was offset by an earlier over charge? So you still paid the 200!

No I never did, think upc are alienating themselves on this one

suave.4u

Tori Fresh Quirk wrote: »

Didn't UPC change the rule recently about moving and charging the 200 even if they cannot provide the service?

thats very convenient......for UPC

total former

suave.4u wrote: »

thats very convenient......for UPC

The rule hasn't changed.

Morzadec

I am currently in this boat - let's see what happens...

Wait times on the phones are ridiculous so sent a mail to Resolutions

bmwguy

Morzadec wrote: »

I am currently in this boat - let's see what happens...

Wait times on the phones are ridiculous so sent a mail to Resolutions

Do not pay it....ignore their letters. Sometimes life gets in the way, they are inflexible so you should play hardball. You will get debt collection letters but ignore them too, they have no legal rights to your money. They stop after a while. I have been through it.

dudara

@bmwguy - please do not advocate debt avoidance. It is not prudent advice and could leave the poster legally exposed.

dudara

ct5amr2ig1nfhp

What does your T&Cs state regarding moving to a new premises where UPC are unable to provide you with your services.?

Mine state that I'm still liable for the minimum period that's remaining in my contact.

I'd be asking for a good will gesture or loyalty gesture of free cancellation if it were me.

Morzadec wrote: »

I am currently in this boat - let's see what happens...

Wait times on the phones are ridiculous so sent a mail to Resolutions

Morzadec

So they informed they that the €200 penalty would apply.

I do think this is crazy considering:

1. I'm not moving apartment of my own volition (landlord has told me I have to move) nor was I in any way expecting this

2. I am moving to a central Dublin location (Dublin 2) so the fact they don't have the service there is a bit mad

3. I made all honest attempts to keep the service with them going - it just is not possible. If they don't provide the service in the new address I think they need to take a share of the accountability for the contract having to end, especially given the location (not like I'm moving out to some remote area).

I just think it reflects really poorly on their brand. I have likely found a workaround with my landlord (who is moving back in) paying me for the rest of the contract but the point remains that it's poor form from UPC.

I was considering using their TV service in the future (it will become available in a few months) but now will steer clear of the brand in general.

I find it startling that their brand management people don't realise that this type of inflexibility, lack of understanding and lack of accountability will hurt them in the long term even if they do get their €200 cancellation fee

total former

I suppose if they did that, then everyone would claim to be moving down the country or emigrating when they want to get out of the contract.

It's unfortunate when people genuinely fall victim to circumstance outside their control but it's not an unreasonable policy.

delahuntv

Unfortunately as UPC themselves are not forcing you to move, you can't just decide that they can't enforce the contract you entered into.

If your move is being forced due to a landlord breaking a lease, maybe ask the landlord to compensate for the break fee.

But UPC don't have a universal service contract, hence not their issue.

As for them not providing a service - that's actually down to the builder of the apartments or the residents themselves in that one service supplier supplies all dwellings and installed the equipment to do so.

ED E

Morzadec wrote: »

So they informed they that the €200 penalty would apply.

I do think this is crazy considering:

1. I'm not moving apartment of my own volition (landlord has told me I have to move) nor was I in any way expecting this

2. I am moving to a central Dublin location (Dublin 2) so the fact they don't have the service there is a bit mad

3. I made all honest attempts to keep the service with them going - it just is not possible. If they don't provide the service in the new address I think they need to take a share of the accountability for the contract having to end, especially given the location (not like I'm moving out to some remote area).

I just think it reflects really poorly on their brand. I have likely found a workaround with my landlord (who is moving back in) paying me for the rest of the contract but the point remains that it's poor form from UPC.

I was considering using their TV service in the future (it will become available in a few months) but now will steer clear of the brand in general.

I find it startling that their brand management people don't realise that this type of inflexibility, lack of understanding and lack of accountability will hurt them in the long term even if they do get their €200 cancellation fee

Fool on you I'm afraid.

1. All ISPs bar magnet will do this to some degree. Most DSL operators charge an ECC of Monthly Rate x months left, so its smaller at end of contract than a 200E flat fee, but can be higher (500€+) at start of contract.

2. The reason they can't provide TV is most likely because they cant feasibly upgrade cabling in the new apartment building. Ask your management agency if UPC asked them installed cables and what their response was!

Sometimes life throws you a curveball, but theres nothing especially bad about UPC here.